E-App FAQs.

Straight Through Acceptance (STA) is where an application is submitted electronically, and the customer’s disclosures have been accepted by the Underwriting Rules Engine (URE) without needing to be assessed by an underwriter.  STA means that you’ll now be able to see the result of “Accepted” if a decision can be made by the URE before submitting the application.  

For NZHL Life, go here.
 
For Fidelity Life, go here.

The application number will be the same as the policy number, where a new policy is required. The range of numbers created via your new E-App will be from 5000000 to 7999999. 

No, just like the old E-App, a single illustration will become a single E-App which will become a single contract/policy. As business and personal insurance policies need to be kept separate, single illustrations and E-Apps will need to be created. 

Yes, they can. 

Yes. The way you select this cover in the illustration in Apollo hasn't changed. If you have selected nib cover, as part of the E-App on the declaration page (at the end of the E-App), you'll notice the nib declaration after the Fidelity Life declaration.  

Yes, when in the existing insurance questions, you'll be prompted to provide more information around any existing insurance your customer may have. If you’re amending an existing policy, you'll need to complete a policy alteration form. 

Although it’s not prompted in the E-App yet, if your customer is on a visa, we’ll need a copy of this before their policy can go into force.  

A Fidelity Life paper declaration form (or NZHL variant) and handwritten signatures will still be required for business ownership in order to validate against the companies register they have authority to enter into the contract on behalf of the company. 

No, it will remain there, and the status won’t change ie: it will show as 'Submitted'. 

No, you need to be online.  

Not yet, but this is a feature we hope to release in the future.  

For most medical requests, the digital consent captured in the E-App will be used to obtain medical information. If the medical practice requires a handwritten signature from the customer (either on their own declaration page, or just a visual representation of their signature), we will use the Konnect medical consent form.

No, you won’t be sent an email directly when the E-App is submitted with a copy of the illustration and application. Instead, an email will be sent to each insured person and policy owner on the application with a copy of the application PDF attached. You’ll be CC'ed into each of these emails. You’ll also be CC'ed into the direct debit confirmation email, which is sent to the policy payer, confirming their direct debit details. You’ll get exactly what the customer gets so you’ll have evidence of the customer receiving the application for their compliance purposes. 

You’ll be able to view the illustration and application if you log in to Adviser centre and select the 'View E-Apps' on the 'My Clients' tab. From here, you can find the E-App based on an insured person's name or the application number, and then select to view the illustration. You can view the illustration at any stage of the E-App. 

The questions in the new E-App differ and are more extensive than the questions in the paper application. 

A maximum of 6-persons to be insured can be in one E-App. 

30-minutes. 

You can create a PDF version of the submitted application that can be viewed in your browser. Just right-click on your browser window and select ‘Print’, then in your printer options select ‘Save as PDF’, then ‘Save’. 

No, we require the answers to be in the NZ standard measurements (e.g. cm/kgs). 

The questions in the occupation section are dynamic and based on the covers applied for and the employment status. Therefore, they will sometimes be different. 

Yes. 

No, just like the old E-App, you won't be able to update the illustration. You’ll need to make sure that all details are correct before selecting "Online application".  

Yes, just like the old E-App you’ll still need to complete the separate policy alteration request form and send that in as well. 

Unfortunately, you can't amend the original illustration once you've progressed into the E-App. However, you can go back into the original illustration in Apollo, duplicate it, change the benefit period and start a new E-App. 

Yes, when you try and proceed to the next page, E-App will  automatically display messaging that will outline any missed questions. You'll be able to identify the missed question by scrolling through the page and looking for those in red. 

Yes, you can simply select the ‘previous’ link at the bottom of each page to navigate back. You'll also be able to jump straight back to the question from the 'Let's recap' page at the end of the questions for each person to be insured.  

If there are missing answers to questions, the E-app won't let you move on to the next page. It will show prompts in red text to what questions require an answer. However, you can still navigate to different section of the E-app via the navigation bar on the left-hand side of the page. 

You won't be able to complete the application for more than 1 insured person at the same time, i.e., viewing both or multiple applications on the screen at the same time.

However, you’ll still be able to switch between insured persons.

Being able to do more than 1 person at a time is a feature we hope to release in the future. 

No. You can choose to set up a payment method later, but setting up a direct debit payment in the E-App means that the customer may be eligible for free temporary cover as soon as the E-App is submitted.

Most banks do not allow external debits from these accounts. To avoid premiums from dishonouring, it’s best to set up an account that is not a savings account. 

Yes, you can navigate to the ‘Other options’ payment method tab on the ‘Payment details’ page. Here, you have the option to select from setting up a payment method later or completing a paper direct debit form. Please note, until we have a valid payment method set up, your customer may not have Temporary Cover in place.  

No. We only need one person as the assigned policy payer. 

You’ll need to select a policy owner as the policy payer within the application and then email the New business team with the details of the policy payer. If they want to pay by direct debit, then a paper direct debit form can be completed with the policy payer details and attached to the email. 

You’ll need to complete a paper direct debit form with consent from the person authorised to provide bank details for setting up a direct debit. You can select this as an option on the Other options tab. 

Not yet, but this is a feature we hope to release in the future. In the meantime, an email will be sent to the customer with a link for them to set up their credit card details once the E-App is submitted. 

Yes, customers won’t be able to pay by credit card for fortnightly payments. 

Yes, we accept a revolving mortgage account, as this is classed as a 'transactional' account. 

We only accept a three-digit suffix. Therefore, it would be before the two digits, in this case ‘005’. 

Please get in touch with our New Business team via email or Live chat and inform them of the required payment frequency when you submit the E-App. 

You have the choice of whether or not to issue the policy for the person who has been accepted while the other person is being assessed. If the person who has been accepted is issued straight away, we'll then deduct a partial payment. 

Unfortunately, any incomplete applications held in your old E-App were not transferred when we went LIVE with your new and improved E-App.

You’ll need to start the application again in your new E-App.

You should have received an email, so it is likely that the email address on the system may be out of date or incorrect.

Please contact the Adviser care team on 0800 88 22 88 Option 2/4 or email them via advisercare@fidelitylife.co.nz and we will correct this information to ensure you receive them moving forward.

If you receive an error when completing an E-App, you can refresh the page and try again. If this doesn't work, then you can easily access and resume your in-progress E-Apps. To do this, simply log into Adviser centre, select 'My Clients' from the menu, then select the 'View E-Apps’ button. Here, you'll be able to see all your submitted and unsubmitted E-Apps. Find the appropriate E-App and select the 'resume' link.  

Unfortunately, you cannot proceed with an E-App. We need a valid customer email address to enable digital consent and to send application information and issue policy documentation. You’ll need to complete a paper application instead. 

To ensure you feel supported from day-1, we have extended our Adviser care team hours, and they will now be available until 7:30pm.

You can contact the team on 0800 88 22 88 Option 1 from 5:00pm Mon - Fri.

No. You must be logged into the E-App and work through it with the customer. 

Being able to share an inflight application with a customer (so they may complete it without you present) is a feature we hope to release in the future. 

We have previously emailed the illustration to the adviser in the previous E-App, and not the customer. In the new E-App, we won't email the illustration to the customer or the adviser. The adviser will be able to access the quote via the Application List View. 

If the customer is a policy owner, then they will receive the full application including the application for all people to be insured, payment details and the underwriting outcome. If the customer is an insured person only and not a policy owner, then they will receive their application only, including their disclosures and contact details.  

This is not spam, however at the moment when viewing the below emails in the Gmail browser, customers (and advisers cc’ed) may receive an email with the top banner and/or footer missing. This is something we are working on to fix asap.

The emails affected include:

• NZHL and FL branded email - acknowledgment of application submission.
• NZHL and FL branded email - acknowledgement of Direct Debit instructions.